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Avaya Contact Center on Avaya Aura(TM) Communication Manager and Avaya Call Management System Implementation Sample Questions:

1. The CMS has been checked and the link to the CM is down. The message shown in the log is "PBX switch mismatch. Check the switch setup".
What does this message mean?

A) The wrong CMS has been installed and the correct server needs to be ordered.
B) The wrong Communication Manager version on the CMS has been selected.
C) This message can be ignored as it is not the reason the link is down.
D) The wrong type of Communication Manager has been installed and the correct server will need to be ordered.

2. When connecting the service PC to S8800, the cable connects the System Management Ethernet connector port.
Which port is used when hooking the monitor to the CMS T5220?

A) SER MGT Port
B) XVR-300XB port
C) NET 1Port
D) NET MGT Port

3. Which three ways can be used to verify the CMS is collecting data from the Communication Manage? (Choose three)

A) From the CMS menu. Maintenance Connection Status shows a link operational.
B) The /cms/pbx/3cd<#>/spi.err shows calls being transmitted.
C) The /cms/install/logdir/admin. log shows a link is operational.
D) The arrow an the CMS menu is up
E) From the CMS menu, Maintenance: Error Log Report shows calls being transmitted

4. What is the purpose of class of service (COS) administration of Contact Centre?

A) COS defines which features an agent may access.
B) COS is used to restrict calls between incoming and outgoing trunk groups.
C) COS restricts the calls a user can make and receive.
D) COS ensures that the most skilled agent receives calls first.

5. A home shaping company advertises special offers to shapers who place orders on Sundays. Sunday callers are routed a message that describes the special offer before the call is connected; to an agent to take the order. The vector contains a conditional step to test for the day of week (goto step 11 if D=1 (Sunday) and step 11 plays the special offer message).
Which Call Vectoring feature allows letters to be used as conditions or thresholds in many vector commands?

A) Variables in Vectors
B) Adjunct Routing
C) Call Classification
D) Call Prompting

Solutions: